DESIGN AND IMPLEMENTATION

OF A DYNAMIC CUSTOMER
SUPPORT SYSTEM
(A Case Study Of Ecobank Nigeria)

BY

AJAYI TOBI EMMANUEL

2019/HND/CPS/166

SUPERVISED BY
MR IDOKO P.S
 INTRODUCTION

Customer Support System is an information

industry term for methodologies, software, and
usually internet capabilities that help an
enterprise in the management of customer
relationship in an organized way.
Koch Christopher (2014) Customer support
system is a series of mainframe or server-based
applications specific to sales marketing and
support business functions.
 STATEMENT OF THE PROBLEM
• Lack of good customer record keeping
• Inability to trace customers past records
• Inability to make customer orders available to marketing accounting
departments
• Duplicate of send mail shots to existing and selected business
customer.
• Inability to trace orders placed by customers
• Incorrect costing of order placed by customers.
• Inability to process and generated monthly bills of business type
customers
• Inability of load credit cards.
• Inability to access credit balance
 AIMS AND OBJECTIVES OF THE STUDY
• Ensure that ordering is made easier for customer by sending
complete detailed list of available artist and items to call
center department.
• Ensure that all customer order is processed efficiently
• Ensure increasing customer record is taken care of using the
Microsoft access database for its customer records.
• Ensure correct and complete payment of orders by all
business customers.
• Save time and efforts for the member of staff currently
performing the task of customer details keeping, accounting
and marketing manually.
 LITERATURE REVIEW
• Customer support system meant applying
automation to existing sales, marketing, decision
support and channel processes as organizations
attempted to improve communications, planning
opportunity and campaign management, forecasting,
problem solving and to share best practices.
Beckford (2012) is of the opinion that customer
support management is important for all businesses
but for service firms it has become even more
important
 CONTINUATION ON LITERATURE
REVIEW
According Payne (2012), Customer support system
program is a policy towards attracting and retaining
organizational customers
According to Paul, Mittal & Srivastav (2016), customer
satisfaction is based on customer requirements, if they
get the required service quality or product quality they
feel satisfied. Satisfied customers tend to purchase
things or services.
Buttle (2014) state that customer support management
(CSM) is considered as a foundation of business
strategy
 Goals Of A Dynamic Customer
Support System
• RELEVANCE
• ACCURACY
• VALIDITY
• RELIABILITY
• ACCESSIBILITY
• SPEED
• COST
 SYSTEM DESIGN
• In meeting the focus of this study, which is
providing a system for the effective and
efficient management of operations and
technical difficulties in business, the following
tools were engaged in the system development:
Java and XML for the Android applications,
XAMPP as the web server, Hypertext
Preprocessor (PHP) as server side programming
language, and MySQL as database
 CONCLUSION
• Customer service is important to every business!
Without customers, no business can survive.
Customers will go where they are treated fairly and
with respect, and spend more money at such a
business. When creating ordering or delivery
procedure, consider your customers point of view.
Our customers today want to know that they are
dealing with the best: a company that goes extra
mile to make sure their needs are not only met but
exceeded, and that issues are anticipated before they
become issues.
 REFERENCE
• Buttle AT (2014). Customer Support Management (CSM), California Business
New Ideas Conference 2014.
• Koch Christopher (2014). A Customer Help Desk Support Environment.
International Journal of Systems Science. 2014.
• Kolodner JL. A Process Model of Case-Based Reasoning in Problem Solving. In the
Ninth International Joint Conference on Artificial Intelligence. 2011 1 (pp.
284-290). Los Angeles, USA: Morgan Kaufmann.
• Logan D, Kenyon J. HELPDESK: Using Artificial Intelligence (AI) to Improve
Customer Service. Proceedings of AAAI. 2011.
• Paul, Mittal & Srivastav (2016), Customer Satisfaction Program Interaction,
Improving Service Management, 2016, 150-178
• Payne WA. Building a Customer Service System -Help Desk Application. IEEE
Expert. 2012, December, 18-26.
• Robertson, KE. Help Desk vs. Service Desk: Which One is Right for You?.
NUMARA Software White paper. KR Consulting. 2012.
• Tang X. Todo Y. A Study of Service Desk Setup in Implementing IT Service
Management in Enterprises. Technology and Investment, 2013, 4, 190-196